We have made a claim on our Insurance, with Direct Line Home Insurance, to cover repairs which occurred early September, a leak from our bathroom coming through our kitchen ceiling causing damage to the ceiling and also the wood laminate floor. A letter date 11.09.13 requested we send an estimate for repairs with photographs and details of work to be carried out. This was sent 20.09.13 The ceiling repair at a cost of £560.00, has been agreed. The estimate, To remove Kitchen Laminate flooring and underlay. Replace flooring & underlay like for like with a total Of £770.00 for Labour & Materials. We are now informed, after the Insurance Assessor's visit, that they will only pay £330.00 for this repair. The reason given That this repair should have been carried out using their contractor and the amount with held is the discount that they would have received. My question. How were we to know that repairs should be carried using their contractor as this was not stated in the original correspondence? Also how can the discount be worth over 50% of the original estimate? Barbara XXXXXXXX
I have since contacted Direct Line who tells me that it is in the policy that we should have used their contractor for the floor,
It appears there are different departments within the Insurers which deal with different types of work. I think this should have been pointed out that the work would involve different department for the floor.
I still cannot understand how they con justify the amount with held,